Cancelled EIR and bank a/c debited ?

Lewotsil

Hi
I tried to obtain a TV/Broadband bundle with EIR and it was definitely the most frustrating customer service related experience I ever encountered............. two weeks after cancelling a service I never got I get charged ?????

Can someone please explain.................  I am looking at notes here I spoke to the following on separate occasions  Shaunna, Samntha, Ciara, Rachel, Stacey, Erica while trying to get the service.........when I had enough of EIR's messing......I insisted on cancelling and spoke to Lauren on the Loyalty team (who was to get back to me - she never did).....days later I got to through to another colleague of hers who said it was cancelled - I don't have his name.

The frustration continues.............

Eir: Pamela

Lewotsil wrote: »

Hi
I tried to obtain a TV/Broadband bundle with EIR and it was definitely the most frustrating customer service related experience I ever encountered............. two weeks after cancelling a service I never got I get charged ?????

Can someone please explain.................  I am looking at notes here I spoke to the following on separate occasions  Shaunna, Samntha, Ciara, Rachel, Stacey, Erica while trying to get the service.........when I had enough of EIR's messing......I insisted on cancelling and spoke to Lauren on the Loyalty team (who was to get back to me - she never did).....days later I got to through to another colleague of hers who said it was cancelled - I don't have his name.

The frustration continues.............

 
[font=Verdana, sans-serif]Hi [/font][font=Verdana, sans-serif] [/font][font=Verdana, sans-serif]Lewotsil,[/font]
[font=Verdana, sans-serif] [/font]
[font=Verdana, sans-serif]Thanks for getting in touch.[/font]
[font=Verdana, sans-serif]I'm very sorry to hear of this experience, sincere apologies. Can you PM me your name & account number & I will take a look into this.[/font]
[font=Verdana, sans-serif] [/font]
[font=Verdana, sans-serif]Thanks,[/font]
[font=Verdana, sans-serif]Pamela [/font]

 

Lewotsil

Hi Pamela .....I PM'd you yesterday eve.................awaiting a response

Eir: Pamela

Lewotsil wrote: »

Hi Pamela .....I PM'd you yesterday eve.................awaiting a response

No problem Lewotsil, I'm going through my PM's now & will be back to you shortly. 


Thanks,
Pamela 

Lewotsil

Pamela - thanks for your PM.

Can you please explain to me why my a/c was not cancelled when I requested it before xmas and your colleague told me it was cancelled ? How did it happen ?  What if I never checked my bank a/c for the charge - what controls have EIR got to detect these back office errors.

To answer your other question - No I will not contact my bank - you can issue the refund on your side even if it takes longer than me reaching out to my bank.........I have wasted enough time with EIR.

Also why have I received no formal notification of the complaint I raised - is the complaint active or closed -  I will need to know the status for potential escalation to COMREG or other Consumer Authority.

Eir: Pamela

Lewotsil wrote: »

Pamela - thanks for your PM.

Can you please explain to me why my a/c was not cancelled when I requested it before xmas and your colleague told me it was cancelled ? How did it happen ?  What if I never checked my bank a/c for the charge - what controls have EIR got to detect these back office errors.

To answer your other question - No I will not contact my bank - you can issue the refund on your side even if it takes longer than me reaching out to my bank.........I have wasted enough time with EIR.

Also why have I received no formal notification of the complaint I raised - is the complaint active or closed -  I will need to know the status for potential escalation to COMREG or other Consumer Authority.

No problem Lewotsil.


I have taken a look into this & can see you spoke with several agents regarding cancellation however the account was not cancelled as the cancellation was not formally requested in writing I'm afraid.


I have checked the complaint & I can see an agent attempted to call you the next day, 08/12/16 however they have logged that your phone was off & due to this they were unable to contact you.


That's no problem I can arrange for the refund from here. 

Thanks,
Pamela 

Lewotsil

Pamela - the above is simply untrue.  I spoke with a member of the 'retention team' and he informed me the a/c was cancelled.  I suggest you playback the call and rectify the above record.
EIR have the worst customer support I have ever encountered. 
Regarding the complaint - did the agent try and ring me again ?  Surely I should have gotten a written response.......... as I said - the customer service operation is a shambles

Lewotsil

Pamela - the above is simply untrue.  I spoke with a member of the 'retention team' and he informed me the a/c was cancelled.  I suggest you playback the call and rectify the above record.
EIR have the worst customer support I have ever encountered. 
Regarding the complaint - did the agent try and ring me again ?  Surely I should have gotten a written response.......... as I said - the customer service operation is a shambles

Eir: Pamela

Lewotsil wrote: »

Pamela - the above is simply untrue.  I spoke with a member of the 'retention team' and he informed me the a/c was cancelled.  I suggest you playback the call and rectify the above record.
EIR have the worst customer support I have ever encountered. 
Regarding the complaint - did the agent try and ring me again ?  Surely I should have gotten a written response.......... as I said - the customer service operation is a shambles

I'm afraid I would be unable to listen to your call from here  Lewotsil and this would need to requested this via the complaints team here. 
Once the agent has investigated your complaint & come to a resolution the agent will attempt to contact you on the contact number advised when the complaint was logged. If you would like to receive a response in writing you can request this when logging your complaint on the link above.


-Pamela